Help Desk is a platform developed by Feishu for enterprises to integrate internal intelligent service accounts. By combining AI bots and human agents, Help Desk provides smart customer support solution for instant and effective communication. Employees can help themselves through Help Desk.
This article illustrates how to create, update and share a help desk .
Everyone in the enterprises can create help desks, and the number of help desks created by individuals is unlimited. You are the unique owner of the help desk you created and can make any modifications to that.
1.2 The page will then jump to FEISHU App Directory - Help Desk. Click Get to install the app.
.1 Go to Feishu - Workplace and click Help Desk.
.2 Click Create Help Desks.
.3 Enter a name for your help desk and then click Create.
.1 On Settings - Status and review page, you can set basic information of the help desk for approval.
- Note: The basic information you have to set includes Profile Photo, Availability, Name, and Description.
.2 Click Submit Application when the setting is finished.
.3 Enter a reason for this application and click Confirm.
.4 This help desk will be enabled once your application is approved by the enterprise administrator.
.5 However, if needed, you can also click Cancel Application before it is approved.
- 4.View and update the help desk
Once the help desk is enabled, on the Settings - Basic Info - Helpdesk Info page, you can view its basic info that is currently displayed to users.
To update the help desk, please go back to the Status and review page, and then choose the information you want to modify. Click Submit Application and wait for the approval.
Note：The default language cannot be modified. If you want to serve users in other languages, please enable Multi-language.
To disable the help desk, you can turn off the Enable button on the Status and review page.
Enter a disable reason and click Confirm. This help desk will then be disabled.
To delete the help desk, you can disable it first and then click Delete Helpdesk.
- 6.Switch between help desks
.1 Hover on the Profile Photo at top left of Help Desk admin, and click Switch or Create Help Desk.
.2 Select a help desk that you want to switch to.
Note: you can also create a help desk from this panel.
Users can enter a help desk under a certain scenario via the applink and QR code shared by its administrators. Administrators can also add other sharing scenarios to improve the efficiency of matching human agents to users.
.1 Choose a scenario to share
Go to Settings - Basic Info - Share helpdesk, choose a scenario you want users to be in when entering the help desk.
There are two build-in scenarios that you can choose:
- •Enter helpdesk welcome page: users will visit the welcome interface and receive Welcome Message, Recommended Questions, or FAQs Category Card.
Note: You can set the welcome content on Settings - Helpdesk Welcome Page.
- •Served by human agents matched via Skill setting: the system will invite agents to the group chat directly according to the Skilled-based routing setting.
Note: You can modify the skill setting on Settings - Ticket Assignment - Skilled-based routing.
.2. The applink and QR code
To copy the applink, you can click the applink button of the scenario, and share it where needed.
To copy or download the QR code, you can hover on the QR code button of the scenario, and then choose to Copy or Download the image on the panel.
You can also view the Clicks of each scenario on the Share helpdesk page
Note: The data here is Page View and will be updated within minutes.
.3 Add and delete a scenario
You can add a scenario if you want users to be served by human agents directly instead of an AI bot:
Click Add Scenario on the Share helpdesk page.
Enter a Scenario Name and specify Agents, and then click Generate. A new sharing scenario will then be successfully added.
If you want to delete a scenario, you can :
Click the rightmost button next to the scenario, and then select Delete.
Confirm to delete it.
👏 Congratulations! You now know how to create, update and share a help desk.
💕 Feishu is always at your service to build a more efficient workplace. For more information about Help Desk, click here!